Key Account Operational Excellence Associate

UPS Supply Chain Solutions, Inc.; Gurugram District; Hybrid; INR 900,000 - 1,400,000; Full time

Job summary

UPS Supply Chain Solutions, Inc. is seeking a seasoned professional to serve as the primary contact for Key Accounts on GxP topics, across global operations.

The role emphasizes building trust-based relationships, guiding investigations, and ensuring compliance with client requirements within Marken’s precision logistics framework. You will collaborate with multiple departments to drive corrective actions, maintain dashboards, and support audit readiness while coordinating with teams to deliver

Qualifications

• 2+ years in technical writer, customer experience or QA roles.
• Experience in technical writing and operational excellence.
• Associate degree or equivalent university qualification.
• Strong written and verbal communication skills.
• Organized, methodical and efficient worker.
• Proficient with Microsoft Office (Word/Excel/PowerPoint).

Responsibilities

• Act as primary contact for Key Account on all GxP topics.
• Attend scheduled meetings to advise on open GxP topics.
• Prepare investigations with data collection and analysis.
• Review investigations within Key Account scope.
• Identify root causes and implement corrective actions.
• Ensure compliance with Marken procedures and client requirements.
• Collaborate with departments to resolve issues.
• Maintain client dashboards and documentation trackers.

Skills

Technical writing

Customer experience

Quality assurance

Documentation control

English proficiency

Education

Associate degree

Tools

Microsoft Office

Job description

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Together, we are Marken, UPS Healthcare Precision Logistics. As the clinical and advanced therapy part of UPS Healthcare, we reach patients faster, with greater scalability and access to new pathways throughout the supply chain. With our One UPS advantage and comprehensive service portfolio, including Polar Speed’s in-network pharmacies, we are optimally positioned to keep our clients competitive in an increasingly complex market.

1. Act as the primary point of contact for Key account, addressing their needs and concerns for all topics related GxP matters, Globally

• Build and maintain strong, trust-based relationships with dedicated Key Account on GXP topics.
• Attend and scheduled recurrent meetings with the clients in order to advise them on the follow up of each open topic on GxP matters.
• Act as Key Accounts Excellence Investigation Writer, if needed, for Dedicated Key Account (Issue Reporter, Lead Investigator)
• Able to write a detailed and structured investigations through data collection, collaboration, interviews and analysis to determine root causes to ensure Key Account and Marken timelines are met in compliance with Marken’s procedures and Client’s requirements documentation.
• Act as reviewers of all investigations related the scope of Key Account associated to their scope of work.
• Work with the functional areas to identify the root cause and determine appropriate preventive and corrective action to prevent recurrence.
• Follow up and make sure to maintain the compliance of all tasks assigned to key account investigations, globally.
• Perform, if needed, Effectiveness checks required for the associated investigations written.
• Escalate and mitigate any necessary issue, work with Key Account Excellence Team members to identify and resolve any trends on investigations.
• Participate actively in all meetings to update management, peers, sites on any GxP matters related to Key Account.
• Track and communicate process improvements in the region, including Standard Operating Procedures and Client Documentation.
• Create and maintain trackers for all investigations, tasks, effectiveness checks and be on time related the dedicated Clients - A Client Dashboard.
• Create and maintain a tracker all client’s documentation (QTA, COP, SLA …) and be compliance to requirements of dedicated Clients - A Client documentation Dashboard.
• Attend to Key Account audit if necessary.
• Collaborating with other departments to resolve Key Account issues and improve the overall Key Account experience.
• Act as a Key Account advocate by providing feedback to the Teams on needs/experiences and lead cross functional initiatives to improve processes and deliver value to key accounts.

Requirements

• 2+ years of relevant experience working in a Technical Writer, Customer Experience, Quality Assurance role
• 2+ years of relevant experience working in technical writing, excellence operational, Strategic Account
• Associate degree and/or equivalent university
• degree/ certifications.
• Strong written and
• excellent verbal communication skills are required. Ability to read and comprehend complex subjects.
• Organized, methodical and efficient approach to work.
• Strong typing and computer skills, including
• efficiency using Microsoft Office Suite (Word, Excel, PowerPoint).
• Fluent in English
• Ability to work in a fast-paced, high workload
• environment, and balance multiple projects and objectives for timely event closure.
• Collaboration skills, with the ability to troubleshoot
• and problem solve in a cross-functional team setting.

Location: Flexible (Mumbai/Pune/ Chennai/ Delhi/ Gurgaon/ Bangalore)

Employee Type: Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.